Call center training to make sure every brand experience Netflix customers have is a good one.
The short story.
Netflix believes that a satisfied customer will always come back, even if they call to cancel their subscription; so we created custom training to help call-center representatives recognize customer satisfaction/dissatisfaction and respond appropriately.
Call-center representatives analyze the satisfaction of customers on real phone calls and receive feedback for both correct and incorrect responses.
By knowing the cues and identifying dissatisfaction in a practice environment, call-center reps became certified "Netflix Ninjas" and in turn improved actual customer satisfaction levels.